Housing Customer Service Manager

Marks Consulting Partners are currently recruiting for a Housing Customer Service Manager to work with one of our Housing Association clients in South London. This is a permanent role paying up to £65k per annum, dependent on experience, and the successful candidate will lead a team of two Housing Customer Service Leaders and two Anti-social Behaviour Officers. What you will be doing: • Delivering a first class, efficient, customer focused and responsive housing management service • Demonstrating success against housing management KPIs, including customer satisfaction, complaint resolution, estate inspections and fire risk assessments, void turnaround, ASB resolution, and tenancy and estate management • Ensuring compliance with policies, procedures and legislative requirements • Building and leading a highly motivated, performance driven team against key targets • Overseeing directly delivered and agency managed supported accommodation, maximising independence and tenancy sustainment • Analysing data to understand trends and issues in customer needs and complaints • Minimising cases escalating to court or eviction through proactive, effective management • Undertaking management reviews of escalated complaints, ensuring lessons learned drive service improvement • Ensuring effective resident involvement in the evaluation and design of services What you will need: • Degree or equivalent qualification • Knowledge of housing law, the regulatory framework and good practice around debt recovery • Experience presenting cases to court, with knowledge of the court system and legal remedies relating to tenancy matters • Extensive experience delivering an efficient, effective housing management service, with a proven track record against targets • A clearly evidenced track record of managing change and delivering service improvement • Excellent written and verbal communication skills, with a proven ability to influence and manage stakeholder relationships • Experience leading and motivating a multi-disciplinary team, identifying and harnessing talent at all levels • Commitment to providing a high quality service to colleagues and external clients If this job is not quite right for you but you are looking for something new, please contact us for a confidential discussion. Marks Consulting Partners specialise in the recruitment of professionals across Property Services, Housing Services, General Practice, Town Planning, Regeneration & Development, and Building Consultancy, working with housing associations, local authorities, and related public sector organisations.